I've recently signed up to three new contracts with new handsets. One of the handsets is faulty, I reported it to Virgin 24 days after receiving it and requested a replacement. Virgin are insisting I'm only entitled to as repair because I'm outside the 14 day cooling off period. The sale of goods act states the consumer has a short term right to reject of thirty days for faulty goods. Virgin have a total disregard for their customers and consumer law. How do I get this resolved properly?
Your rights are now under the Consumer Rights Act 2015.
Explained here, but in this case you still have a right to replacement within 30 days. Raise a formal demanding replacement of the faulty device and an ex-gratia payment (say fifty quid) for the inconvenience, and state that if they won't resolve to your satisfaction, you want a "deadlock letter" in ortder to immediately escalate to the industry complaints scheme CISAS. If VM have any sense they'll immediately cave in.
So it's been over 5 weeks since Hayley (a moderator on the Virgin media Community) kindly offered to raise a complaint for me. Over 5 weeks and still my issue is not resolved.
I have asked for a deadlock letter, but it seems even this is too much to ask for Virgin.
I cannot put into words words how bitterly disappointed, frustrated and angry I am with Virgin. I have informed virgin that I have elderly parents who need to be able to contact me in the event of an emergency, but it is clear they couldn't care less. I am still paying for as monthly contract and handset both of which I am unable to use.
I wish I could cancel all my Virgin contracts and never have to deal with them again.